Abstract

PAIVA, Kely César Martins de et al. Gender and experiences of retaliation. TMStudies [online]. 2018, vol.14, n.2, pp.53-62. ISSN 2182-8458.  https://doi.org/10.18089/tms.2018.14206.

Given the idiosyncrasies of call center work, its impact on the lives of employees and their possible reactions, we analyzed what forms of retaliation can occur in such an environment by considering gender. We performed qualitative descriptive research. We have interviewed 20 call center agents (9 men and 11 women) in Belo Horizonte, the capital city of Minas Gerais state, in Brazil. We fully transcribed all interviews and subjected the data to discourse analysis (the French approach). The results showed that in this case, there was no gender difference regarding perceived unfairness. Thus, workers of both genders often retaliate and consider their actions to be reasonable.

Keywords : Retaliation; gender; call center.

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